Back Office Representative - South Africa at Fido South Africa

Role Overview

• As the Back Office Representative, you will support back office operations in South Africa, ensuring seamless execution of operational processes, accurate transaction processing, and strong operational controls.
• You will be responsible for coordinating and executing back office activities, investigating operational issues, and ensuring timely resolution of transaction-related exceptions.
• This role requires close collaboration with cross-functional teams including Finance, Risk, Customer Experience, Product, Technology, and third-party operators to drive efficiency, resolve issues, and ensure smooth operational delivery.
• This is a critical role in ensuring operational accuracy, customer trust, and scalability in a fast-growing fintech environment.

What you will do:

Back Office & Transaction Operations

• Perform daily transaction monitoring, analysis and reconciliations across customer accounts, payments, disbursements, and repayments.
• Investigate transaction exceptions and resolve discrepancies within expected turnaround time by engaging with internal teams and external partners.
• Process and verify back office requests and operational activities accurately and within agreed timelines.
• Ensure operational compliance by keeping accurate, complete and up to date records.
• Handle sensitive account-related actions such as account updates, deactivations, and credential resets.
• Monitor pending transactions and operational requests, ensuring timely follow-up and resolution.
• Escalate unresolved or complex operational issues to the relevant teams.

Data, Reporting & Operational Support

• Prepare and analyze operational data to support decision-making and identify trends, exceptions, and operational risks.
• Maintain accurate records and trackers for back office activities and outstanding issues.
• Track key operational metrics including turnaround time, backlog, transaction exceptions, and resolution rates.
• Identify recurring operational issues and work with relevant teams to improve processes and reduce errors.
• Support the implementation and maintenance of standard operating procedures and operational controls.

Cross-functional Collaboration

• Work closely with Finance, Risk, Customer Experience, Product, Technology, and other teams to resolve operational and transaction-related issues.
• Coordinate with third-party service providers where required to resolve operational issues and ensure timely service delivery.
• Provide accurate and timely updates on outstanding operational matters.
• Support process improvement and automation initiatives aimed at improving efficiency and reducing manual work.

Who you are

• 2–4 years of experience in back office operations, transaction processing, customer operations, financial services, fintech, telecom, or a high-volume operations environment.
• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Strong understanding of transaction processing, reconciliation workflows, and operational controls.
• Experience working with CRM, helpdesk, and back office systems.
• Strong data and analytical skills with attention to detail and problem-solving capability.
• Ability to work independently with minimal supervision.
• Proven ability to collaborate effectively across cross-functional teams.
• Strong communication and interpersonal skills.
• Ability to work accurately under pressure and manage multiple tasks within defined timelines.
• Experience in fintech or digital lending is an advantage.

What we offer:

• Exciting opportunity to be part of a fast-growing fintech company.
• Competitive compensation and comprehensive benefits package.
• Exposure to innovative tools and cutting-edge technology.
• Collaborative and creative work environment.
• Opportunities for career growth and professional development.